Position Overview:The Senior Systems Analyst is the technical lead for the daily operation, maintenance, and modernization of ASPR's SWIFT Correspondence instance. The role supports tenant-specific configuration within the ACF shared environment, resolves complex application issues, manages user access and workflows, and coordinates software updates with ACF and CMS. The analyst also serves as the escalation point for issues that Tier 1 support cannot resolve.Key responsibilities:
- Application operations: Review application logs daily and monthly to identify, investigate, reproduce, and resolve tenant-specific issues. Track recurring problems and coordinate fixes within the shared environment.
- Annual technology refresh: Develop the Annual Technology Refresh Plan. Provide an independent test facility, install and validate SWIFT updates before production deployment, and coordinate with CMS and ACF on code and platform compatibility.
- EPIC Software management: Procure, administer, and maintain current EPIC Software licenses. Support its integration with collaboration, document management, and workflow functions.
- Access and security: Process ASPR user requests and configure complex Gatekeeper roles. Follow incident response procedures, including the one-hour reporting requirement for security or privacy breaches.
- Technical escalation: Resolve highly complex or sensitive issues escalated by Tier 1 call center staff. Respond to overflow email and phone requests within 60 minutes during normal support hours, 8:00 a.m. to 5:00 p.m. ET.
- User support and training: Conduct Virtual Site Visits to uncover unreported issues, address open tickets, share best practices, and provide individual training.
- System enhancements: Implement ASPR-directed changes outside routine operations and maintenance, including Autopen signature-date configuration and synchronization of private notes to the application archive.
Qualifications:- Education: Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field. A nontechnical bachelor's degree paired with demonstrable technical capabilities or relevant certifications may also qualify under the applicable contract schedule.
- Experience: Target 7-10 years of relevant IT experience, including 3-5 years supporting enterprise applications.
- Technical experience: Demonstrated experience with application operations and maintenance, log analysis, tenant-level configuration, user access and workflow management, complex issue escalation, and software release testing.
- Federal environment: Experience coordinating application changes across a shared hosting environment and following security and privacy incident procedures is preferred.
